Customer Behaviour Analytics Quiz - Unit 1

What is the primary purpose of customer behaviour analytics?

• To enhance product manufacturing

• To reduce operational costs

• To increase employee satisfaction

• To understand how customers interact with a business

What is one of the responsibilities of a Customer Service Representative?

• Creating and maintaining a customer database

• Developing marketing strategies

• Designing product packaging

• Conducting financial audits

What does SWOT analysis help organizations to understand?

• Employee performance

• Market trends

• Strengths, weaknesses, opportunities, and threats

• Customer preferences

What is the first step in the customer behaviour analytics process?

• Identify the problem

• Gather feedback from customers

• Formulate the solution

• Act on the solution

Which of the following is NOT a stage in the customer lifecycle?

• Production

• Acquisition

• Retention

• Advocacy

What is the purpose of customer journey mapping?

• To track employee performance

• To evaluate the core stages in the customer journey

• To analyze financial data

• To develop new products

Which analysis framework involves examining political, economic, social, technological, legal, and environmental factors?

• Market Segmentation

• PESTLE analysis

• Porter's Five Forces

• SWOT analysis

What is one of the benefits of understanding consumer behaviour?

• Increasing advertising budgets

• Reducing production costs

• Identifying areas for product improvement

• Improving employee morale

What does the 'Reach' stage in the customer lifecycle focus on?

• Building brand loyalty

• Claiming future customers' attention

• Converting customers

• Retaining existing customers

Which of the following is a qualitative observation in customer behaviour analysis?

• Sales data

• Customer surveys

• Financial reports

• Market share